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How do I charge a guest a cancellation fee?

Modified on: Wed, 30 Nov, 2016 at 10:16 AM

A cancellation fee is an added charge. Added charges are listed in Retail items because they are separate revenue from your rooms. If you have already added a cancellation fee to Retail, then just add the cancellation fee to the guest's reservation. Then process the payment and send the guest an invoice showing that you processed the cancellation charge. If you have not added a cancellation fee to Retail items then you will need to add your cancellation charge as a retail item.

Log onto ResNexus -> Reservations -> Search. Enter the guest's phone number, name or information number. Reservations in RED were cancelled. Click on the guest's reservation number to pull up the guest's reservation information and other details. Or if you already know which dates the guest is staying you can click on the guest's reservation on the grid.

Click on the Cancel tab on the right side of the page. This will open the Cancel Reservation? page. When you mark "Cancel this reservation" and click "Save", all room and retail items are cancelled.

Before you click on the "Send Cancellation E-Mail" button, you will want to add the cancellation charge to the reservation. Click on the Retail tab on the right side of the page. Click "Add" and then select the Cancellation fee from the list of retail items and click "Save".

Then process the guest's payment as normal. To learn how to add a payment on ResNexus, click here.

How do I add a cancellation fee as a retail item?

To add a cancellation fee as a retail item, log into ResNexus and go to Settings -> Retail Items. This will pull up the Retail Items page. Click "New" to create a retail item.

This will pull up the Retail Item Information page.

Fill out the needed information on the Retail Item Information page such as "Name" and "Price". A description is not needed. Make sure to uncheck any taxes. Once you have unselected all necessary taxes, click "Save" to add the cancellation fee to retail.

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